CANDIDATE BRIEF. Weekend Customer Services Assistant, Leeds University Library

Transcription

1 CANDIDATE BRIEF Weekend Customer Services Assistant, Leeds University Library Salary: Grade 4 ( 18,777-21,585 p.a. pro rata) Reference: CSLIB1151 Hours 13.5 per week on alternate weekends plus 4 hours every week September to June (See Further Information)

2 Weekend Customer Services Assistant Customer Services Team Are you committed to outstanding service delivery? Do you know how to go the extra mile for customers? Can you make a positive contribution to our team? The Library has the Customer Service Excellence award, and our Customer Services Team make a major contribution to the University experience for our students and staff. We re often the first point of contact with people visiting the Library, and we make sure the libraries are a welcoming, attractive space to work. We re looking for someone committed to excellent customer service. You ll be joining a team that staffs service points, answers enquiries, manages customer behaviour and carries out administrative tasks. You ll also be responsible for supervising staff and operations when the site manager is off-site, and helping with training. We need to be flexible and responsive to changing demands on our time and developments in our services to meet customer expectations. What does the role entail? As a Weekend Customer Services Assistant, your main duties will include: helping customers access services, including using equipment, digital services, web/mobile applications, and to use their own devices; supervising the team in their operational tasks, making sure they are effectively deployed in the manager s absence, and coaching and training new staff; operating our Library systems such as circulation and inter-lending databases; delivering services and operations such as overdues, reservations, inter-library loan requests; till work and credit/debit card transactions; troubleshooting equipment; answering enquiries face-to-face, by phone and in writing ( or online chat); shelving and moving stock: this involves lifting, manual handling and some working at height; maintaining and monitoring customer compliance with Library policies and regulations; working with colleagues to improve and develop our services. These duties provide a framework for the role and should not be regarded as a definitive list. Other reasonable duties may be required consistent with the grade of the post.

3 What will you bring to the role? As a Weekend Customer Services Assistant you will have: an understanding of and commitment to excellent customer service; excellent interpersonal and communications skills, able to provide information face-to-face, over the phone and in written form, adapting the style appropriate to different audiences and situations; substantial experience of working in a library or other similar busy customer services environment; confidence and skills in the use of IT and digital technology, including MS Office, internet and social media; numeracy skills, confident with arithmetic and basic statistics; a good understanding of core supervisory skills, including workload allocation and monitoring, coaching and mentoring; the ability to work under pressure with speed and accuracy, giving attention to detail whilst meeting service and performance standards; the ability to make a positive contribution to the team and work collaboratively; a proactive and flexible approach, able to respond to changing priorities and new initiatives, and solve problems within given boundaries and procedures. You may also have: experience of dealing with complaints and handling difficult situations; knowledge and experience of using databases and/or intranets; experience of staff supervision, training, mentoring or coaching others; experience of monitoring KPIs and performance standards.

4 How to apply You can apply for this role online at jobs.leeds.ac.uk. Applications should be submitted by (UK time) on the advertised closing date. Further information Hours of work Hours are worked to an annual rota which covers alternate weekends: Early September to mid-june: o Saturday 9:45 17:15, Sunday 11:45 18:45 o in addition 4 hours are also worked each week: 9:00 13:00, 10:00 14:00, or 13:00 17:00 with specific day discussed on appointment; Mid-June to early September: o Occasional Saturdays 10:00 17:00 during the University summer vacation are required and agreed within the teams. Weekend teams also cover on the May Bank Holiday Monday, and Spring Bank Holidays Monday and Tuesday and you must be available to work on these days (either 7:30 13:00 or 8:00 13:30 or 12:00 17:30 or 12:30 18:00 dependent on site and annual rota); You ll be required to attend some training sessions during the two weeks prior to start date. This will include some time during weekday working hours by arrangement. You may occasionally be asked to help staff the Library outside your normal contracted hours to maintain opening hours and service standards. To explore the post further or for any queries you may have, please contact: Library HR team hr@library.leeds.ac.uk Further information about the Library

5 Additional information Working at Leeds You can find out more about our generous benefits package and more about what it is like to work at the University and live in the Leeds area in our Working at Leeds section. Candidates with disabilities Information for candidates with disabilities, impairments or health conditions, including requesting alternative formats, can be found in our Accessibility section or by getting in touch with us at